Disgusted with service

I have an issue with ADT. They came into Linmeyer and everyone was requested to move over to ADT as they were the prefered provider in the area. My mom lives in Linmeyer and is a widow and pensioner. Firstly they created two profiles for her and debited her twice over and over again. We have only now managed to get the one profile cancelled but no refunds have been done. This has been going on for four months. Secondly her alarm is faulty and everytime it goes off she panics. She requested for a technician to come out almost a week ago and was told that because she is a pensioner she needs to wait for the pensioners day. That is more than a week away. How can they expect an elderly person to be without an alarm and take so long to come out and fix the alarm ? the service is disgusting and unacceptable. I have never heard that you need to wait for the "pensioners day" for someone to come out and repair your alarm. In the meantime we have had to get someone else on a private scale to fix the alarm and pay a higher fee because of the incompetence of ADT. I would like some feedback from someone senior and someone who actually knows what they are doing.